Tracking social customer service metrics in Sprout

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Sprout Social offers a number of ways to integrate the above customer service metrics into your strategy. When you receive incoming messages in Sprout’s Smart Inbox, you can add tags that indicate the content of the messages. For example, you can tag for audience type or service issue. Tagging your messages helps you visualize trends in your customer service reports.

Sprout users on the Advanced Plan can tap into AI-powered sentiment in the Smart Inbox and Reviews Feed. Posts will automatically be assigned a positive, neutral, negative or unclassified value, making it seamless to isolate messages and even assign Automated Rules according to sentiment.

A screenshot of Sprout Social's Smart Inbox, an inbox within the platform that spain mobile database consolidates all incoming messages and mentions into one place.
You can use Sprout’s AI-powered Listening tools to uncover sentiment trends from the Inbox. Listening tools make it easy to track changes in sentiment, which empower you to share reports in a timely manner—and act on negative sentiment before it’s too late.

You can also bolster your Listening queries with our Queries by AI Assist feature, which uses OpenAI’s GPT model to serve up a vast range of suggested terms to include in your tracking.

Sprout’s Listening dashboard highlighting Sentiment Summary and Sentiment Trends.
For CSAT scores, you can configure automated, customized surveys for X (formerly known as Twitter), Instagram and Facebook. You can build these by visiting the Customer Feedback section in Settings and choosing Enable Feedback.